Tier III Help Desk Analyst

KeenLogic•Washington, DC

7h•Onsite

About The Position

KeenLogic is seeking to hire a Tier III Help Desk Agent supporting the United States Senate on a multi-year Information Technology Support program, providing essential IT services to ensure continuity of operations across Senate offices. This contract spans six years beginning March 1, 2026 (two base years and four option years), offering long-term stability and growth. Work will be performed on-site at Senate facilities in Washington, DC, and other approved Senate locations as required. This is a full-time position oﬀering Fortune 500-level health/dental/vision, PTO, 401k, and Life Insurance. Tier III Help Desk Agents act as senior technical escalation resources, resolving complex and high-impact issues that require deep technical expertise and independent judgment.

Requirements

Must be able to pass a Senate background check and must be eligible for Senate Office building access
8+ years of IT support experience
Strong customer service skills
One of the following certifications: ITIL, Security+, HP, Apple, Microsoft

Responsibilities

Serves as the highest-level technical escalation point for complex software, hardware, and network issues that cannot be resolved by Tier I or Tier II support
Applies extensive technical knowledge and expertise to diagnose, analyze, and resolve advanced or non-routine issues across multiple systems
Performs deep technical analysis and exercises independent judgment in resolving issues, making recommendations, and determining appropriate corrective actions
Uses automated information systems, system logs, and diagnostic tools to analyze complex situations and identify root causes
Reviews and manages highly escalated service requests, prioritizing actions based on impact, urgency, and operational requirements
Leads troubleshooting efforts that require coordination across multiple technical teams, including systems engineering, infrastructure, and vendor support
Identifies systemic or recurring issues and contributes to long-term corrective actions, problem management, and service improvement initiatives
Provides expert-level guidance, consultation, and technical recommendations to Tier I and Tier II staff
Conducts advanced technical research using vendor documentation, system architecture references, and internal knowledge bases to support ongoing programs and complex requests
Supports users by providing advanced technical assistance and specialized training on supported systems as required
Assists with planning and supporting system upgrades, deployments, migrations, and major incident response efforts
Develops, reviews, and approves technical documentation, troubleshooting procedures, and knowledge base articles
Ensures solutions comply with security policies, configuration standards, and operational requirements
Maintains situational awareness of enterprise-wide issues, outages, and changes and communicates technical status to stakeholders